Task: Review And Tailor Change Management Procedures
This task defines the relevant Change Management Procedures that must be followed and tailored to the specifics of the Service Engagement. It also defines the roles, responsibilities and performance indicators within a Service Engagement.
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RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description

    The Change Manager must create the Change Management Procedures by tailoring Capgemini’s standard Change Management procedures. The standard procedures are tailored using the tailoring guidelines to meet the need of the Service Engagement or Client.

    The Change Manager along with the Engagement Manager, must define the types of changes such as normal, standard and emergency, that would be handled within engagement. The criteria for change classification must be defined. Change Manager must establish the workflow for handling each type of change along with detailed list of activities and approval mechanisms. Governance and monitoring methodology must be described. The Change Manager should identify and understand the organization and identify relevant stakeholders. The stake holders may be internal, external, onshore and offshore teams, Client, Client representatives, suppliers or other vendors etc. Roles and responsibilities of these stakeholders with respect to the Change Management is detailed out in the Change Management Procedures. The Change Manager must identify the team composition for Change Advisory Board (CAB). The measurements and reporting mechanism used for the Change Management must be detailed out. The KPI’s important for the Change Management process must be identified. This will help to demonstrate the process performance and improvements.

    Additionally, the Change Manager should identify the Change Advisory Board (CAB) required to approve the change. The CAB may include all or some the following members:

    • The Change Manager
    • Client Representatives
    • User group representatives (where they exist, e.g. Key Users)
    • Customer Engagement Managers and Service Delivery Managers (when appropriate)
    • Service line representatives (where appropriate)
    • Experts/technical consultants (when needed)
    • Service Design representatives (Availability, Capacity, Security, Continuity)
    • Facilities Representatives (where Changes may affect accommodation or other building services, e.g. power supplies or air-conditioning requirements)
    • Contractor's or third parties' representatives (as required).

    The Change Manager must also decide the type of changes that must undergo evaluation and the different stages of change realization and implementation where the evaluation should be conducted. Establishing these procedures should ensure that the Service Delivery team and its relevant stakeholders understands and implements the process as per the expectations of Change Management stream. These procedures should be revised if the standard processes get updated or the Client expectations are changed.